Streamlining the process of courier service requirement: An insider action research in a financial services company

• Main Author: Del Mundo, Marie Grace C.
• Format: text
• Language: English
• Published: Animo Repository 2014
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/4691
• Institution: De La Salle University

This study aims to do an action research on streamlining the process of the courier service requirement in a financial services company. Specifically, in identifying the processes that must be followed and observed on how are the goods, products, supplies, documents being delivered to the intended recipient from a specific department that requires the courier service. Using action research approach anchored on the insider action research framework of Coghlan and Brannick (2014) the method was used to identify the need to assist the department in moving such task. In accordance with the method, the dry-run of the task was implemented with the help of the department, the courier service provider, our team, and the recipient, hand-in-hand coordination and helped establish and to improve the service. The findings revealed that the procurement department needed much assistance to give them more time and focus on their other core task. The results likewise established a good teamwork effort as the efficient coordination of the sender, recipient and business center section, who executes the task, with an agreement to a courier service provider. It also made them organize with the proper endorsement of work and attend to other clients need, both internal and external. In addition, it was noted that there were more processes that need to be reviewed and discussed within their team like the process of turning over the packed items, actual packing of the items and others. As such, the interventions made were set to streamline the process of the courier service requirement that aids the department in sending out their documents, parcels and cargoes and others. Meanwhile, apart from the initiatives that were implemented, an employee research is important to service improvement like in a customer research. This is so that we may able to understand better what the customers need, being proactive for the improvement not only on the individual as the researcher but to the shared services systems that the team executes.